Incident Manager

Responsibilities

• Lead, own and drive incident management bridge calls and chats with support teams, application development teams, infrastructure teams, business teams, and senior leadership.
• Establish strong command and control of an incident, establish clear accountability/ownership and methodical evaluation of complex issue scenarios.
• Apply technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.
• Effectively verbalize, document, communicate and facilitate the identification, handling, status reporting, solution options and alternatives, change implementation of various incidents and problems.
• Understand the Service Levels, determine the criticality of incidents, ensure incidents are addressed within agreed SLAs by the service owners, and take follow-up actions until incidents are resolved.
• Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.
• Work closely with Service Owners to deliver a clear, concise picture of incidents and the short-term remediation applied; ensure problem prevention methods and mitigation strategies are continually applied to improve application availability and make recommendations on long-term solutions.
• Effectively document analysis, business cases, solution strategies, incident and problem tracking, processes, procedures, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems.
• Facilitate analysis and review meetings and provide recommendations to service owners and platform owners to improve practices, service availability and IT services.
• Build and maintain an intermediate level of understanding of the industry, business, internal processes and products, and apply this knowledge to incidents as they are reported to determine best course of action.
• Work with Support Knowledge Managers to build the team knowledge database.
• Maintain an analytical perspective during a crisis and support crisis resolution.
• Holds self and others accountable for measurable high-quality, timely, and cost-effective results.
• Takes ownership of and is accountable for one or more complex products, features, components, or solutions and associated performance metrics.
• Ensures team level decisions align with priorities and strategic agenda for project/product.
• Leverages budget and other financial information to support staffing and business planning efforts.
• Identifies risks and their potential outcomes and proposes possible solutions to meet business objectives.
• Fosters an inclusive workplace where diversity and individual differences are valued.
• Participates in process analysis to determine areas of improvement using Lean and Agile methodologies.
• Presents results and/or demos with appropriate complexity for different audiences.

Qualifications

• Bachelor's degree in computer science, information technology or equivalent.
• ITIL Foundations certification recommended. Higher ITIL certifications will be an added advantage.